Notifications not working after Jira upgrade (only in Software Projects)

[MidnightExe]

Hi everyone,

we recently performed a Jira Software (Data Center) upgrade and are currently facing a critical issue:

Email notifications are no longer working in Software Projects, while Jira Service Management (JSM) notifications are unaffected (but use a different mail channel).

• Environment:

• Jira Software (Data Center)

• Mail configuration via SMTP (test mails are working fine)

• Notifications worked before the upgrade

• The issue started immediately after the upgrade
  
  

• What works:

• SMTP test mail: successfully.

• Notifications in Service Desk (JSM) projects are working as expected.

• Notification Schemes appear to be configured correctly.

• Domain whitelisting has been tested (e.g. *@XY.at, *@XY.inet) without effect.
  
  
  

• Are there any known issues with notifications in Software Projects after recent upgrades?

• Could this relate to a plugin conflict (e.g., S/Notify)?

• Is it possible that background mail processing or batching was affected during upgrade?

• Any logs or diagnostics you recommend focusing on?

We're happy to share more logs or config details if needed.
Thank you in advance for any help or pointers! 🙏

— MidnightExe

[MidnightExe · Accepted solution]

Update from yesterday 21.07.2025

Atlassian Support helped us in this case.

While checking the logs they saw the following error:

2025-07-17 14:38:57,293+0200 JIRA-Bootstrap ERROR [c.r.j.p.i.services.launcher.InsightLauncher] Wrong version of Insight previously installed, you need to upgrade to the latest version of Insight 7.x.x before moving to Insight 8.x.x

This caused an inconsistency that affected Jira's startup and, in turn, broke email notifications.

Confirm what is the current insight version set in Jira's Database:

SELECT * FROM propertystring where "id" = (SELECT "id" FROM propertyentry WHERE "property_key" = 'insight_installed_version');

If the value returned is older than the current version deployed. Remove the value from properystring table:

DELETE FROM propertystring WHERE "id" = (SELECT "id" FROM propertyentry WHERE "property_key" = 'insight_installed_version');

This should reenable the "Assets(Insight)"app!

Solution Steps:
-Stopped Jira.
-Manually removed the outdated Insight plugin entry (version 10.11.3) from the pluginversion table in the database.
-Restarted Jira.
-Verified that Insight loaded correctly with the current version.
-Confirmed that mail notifications were being sent again as expected.



After these steps, everything is now working normally. Hope this helps anyone facing similar issues!

[MidnightExe]

Issue still persists.

[Metin _savignano software solutions_]

As you mention S/Notify:

Although there should be no problem with the S/Notify plugin, since a Jira upgrade usually removes the mailer library, have you re-installed the library afterwards? However, as this shouldn't prevent that emails are sent out at all, it is more or less a shot in the dark.

May I also suggest that you check the S/Notify troubleshooting guides and/or reach out to our excellent support desk. (Yes, we are proud of it :)

Cheerio
Metin

[Marc - Devoteam]

Hi @Metin _savignano software solutions_ 

I you are working for a marketplace vendor, please not that the community guidelines state, that your community user name needs to reflect this. 

See, Rules-of-Engagement and Atlassian-Partners-Rules-of-Engagement 

Please adjust your user name.

[Metin _savignano software solutions_]

Thanks for the pointer. I have adjusted the username, but it doesn't seem to show up (yet)?

Edit: Oh, now it does.